Job Description

IT Service Desk Team Lead

R.W. Tomlinson Limited is seeking a Team Lead to join the IT Service Desk team. This position is responsible for the day-to-day operation and management of the Service Desk in a complex, fast-paced environment, coordinating the daily work of Service Desk team members and ensuring a consistently high standard of service delivery. The successful candidate will bring strong troubleshooting and problem-solving skills, sound judgment, and proven leadership ability, and will work closely with Service Desk staff, other IT teams, and business stakeholders to drive process improvement, resolve escalated issues, and support the ongoing development of the team.

Location: 100 Citigate Drive, Ottawa, ON

Vacancy Type: Replacement

DUTIES & RESPONSIBILITIES:Coordinate the Service Desk team members in their daily duties of attending to clients.Manage the ITSM ticketing solution, including creating new automation in the system to provide faster service to staff. Oversee the evaluation, selection, and procurement of new products and services.Analyze common ticket trends and develop preventative incident methods.Investigate solutions for the root cause of recurring problems.Assist team members with career development and guidance, coaching, reviews, and other personnel management requirements.Create procedures to ensure best practice is followed in all implementations.Maintain documentation of configurations and procedures.Transfer knowledge and train the Service Desk team as required.Evaluate and assess service delivery metrics and carry out client surveys to gauge the level of service delivery in the company.Keep records of daily operations at the desk for tracking of customer needs, services rendered, and future reference.Establish a mode of operations to be followed by team members to maintain good routine and orderliness.Delegate specific Service Desk responsibilities to team members to create specialization and increase service delivery pace.Review all client complaints, rectify issues, and liaise with appropriate departments and teams to handle complex issues and provide more effective solutions.Observe Service Desk operating techniques to determine their effectiveness and implement new techniques when existing ones are ineffective.

REQUIREMENTS:3+ years' experience leading an IT Service Desk team.Prior experience with ITSM solutions and a ticket tracking solution.Strong knowledge of and experience with ITIL IT service management processes (specific experience working within Incident, Problem, Change, Service Level, and Service Desk competencies).Strong to expert knowledge of Microsoft Windows desktop platforms and Microsoft Office 365 applications.Very strong analytical skills.Strong written and oral communication skills.Ability to prioritize and execute tasks in a high-pressure environment.Experience working in a team-oriented, collaborative environment.Flexible, self-starter who works on own initiative in a fast-paced environment.Strong documentation skills.Ability to engage in multiple concurrent complex projects.

SKILLS AND COMPETENCIES:

• Showcase good interpersonal skills for customer relations.
• Ability to work under pressure.
• Good leadership skills to carry people along.
• Good judgment in handling serious customer problems.
• Advanced troubleshooting ability.
• ITIL certification is an asset.

WORKING CONDITIONS:

• Standard office environment.
• Evening or weekend work may be required for upgrades or emergencies.
• Travel may be required on an irregular basis.

COMPENSATION INFORMATION:

The expected range for this position is $90,000 - $120,000 annually. Placement within the range is dependent on a variety of factors including qualifications and experience.

TOMLINSON OFFERS:

• Competitive wages
• Bonus programs
• Employer paid health and dental benefits
• Extensive training programs and tuition reimbursement
• Retirement benefits program
• Family-oriented team environment
• Employee discounts and other rewards programs

The Tomlinson Group of Companies encourages applications from all qualified candidates. Please contact Human Resources if you need accommodation at any stage of the application process or want more information on our accommodation policies. We are committed to leveraging the latest technology to enhance our recruitment process. We may use AI tools in the screening and selection of candidates to efficiently and fairly assess all applicants. A Recruiter will review all results generated by AI. If you have any questions, please contact our HR department.